Customer Support Coordinator

Job title: Customer Support Coordinator

Job description: Position Title: Customer Support Coordinator – (Software)

Position Summary

Texada is seeking a highly motivated, customer focused individual to join our Customer Support team. The ideal candidate will have strong problem solving skills, a great appetite to learn and good communication skills. You will work in a fast-paced environment with a large group of software professionals to support state-of-the-art web and mobile applications for our customers.

Strategic Value

In this early career role, the Customer Support Coordinator will engage with internal and external customers to support, configure and expand our software applications. Providing a hands-on approach you will answer and report on customer interactions through a ticket system, leverage and expand a knowledge base, build relationships with customers and coordinate with subject matter experts to deliver helpful and informative customer experiences.

Work location, travel and hours

Hybrid: This position is available at our office at Mississauga, ON, Canada. Remote work becomes available once trained on our products and processes at the manager’s discretion. Regular working hours for this role will be 11:30 am to 8:00 pm once training is complete.

How you will be contributing

• Communicating with Customers via tickets, phone, email and virtual meetings to support their business processes through the use of our applications
• Troubleshooting Customer issues within our applications to determine next steps
• Working with internal teams to advocate for customer priorities
• Managing incidents by helping to coordinate attention on the incident and communicating to the customer updates as they happen
• Creating training documentation and Knowledge Articles to help deflect new customer cases
• Follow company policies and procedures for creating, scrubbing, updating, escalating, transitioning and closing customer cases
• Identify ticket trends and work to maintain resolution times
• Work within team circles on internal and external projects
• Perform application tests to identify issues and understand customer workflows
• Learn our applications and the business of our customers to become valuable and qualified for further internal positions within our company
• Contribute to other assigned projects

What we are hoping to find in your background

• Experience that demonstrates your ability to communicate well with customers and recognize the right opportunities to communicate
• Experience in problem solving complex or lengthy technical issues
• Experience supporting software and working with customers is valuable.

How to grab our attention

• Knowledge of support tools such as ticketing systems, Jira, Knowledge Bases
• Have either heavy equipment industry background, or rental industry background, or dealership experience
• Accounting knowledge or background is valuable.
• Demonstrate to us your ability to solve interesting problems
• Degrees and/or certifications are a plus

Competencies for Success

• Patience and curiosity while troubleshooting complex issues
• Experience in supporting clients as a primary contact or lead using phone and/or email
• Demonstrate initiative, a willingness to learn new skills and the capacity to take on increasingly challenging projects
• Motivated, comfortable working independently and in team-based environments
• Professional and clear communication skills, both written and verbal
• Ability to manage multiple tasks and projects
• Efficiency and empathy in managing customer expectations through based target

Who you will be working for

Texada fundamentally transforms how equipment dealers and rental companies manage their business while enabling growth through high-margin equipment service and rental. Serving a large global market with double-digit growth, Texada is poised to lead industry disruption through the delivery of its scalable and integrated platform. Texada serves international customers through its presence in the U.S. Canada, Germany, and Australia. Please visit for additional information.

Our Core Values

• Purpose, Passion, and Pride: What motivates us day to day. Purpose gets us up in the morning. It’s the difference each one of us wants to make to our industry, our customers, our products, and to each other. Passion is what we bring to our roles. We care. And pride is what we take home with us after making a difference.
• Learning from Innovation: As a technology company, our job is to innovate for our customers and ourselves. Not just in our products, but in how we do things across Texada. We try new things. We experiment. Sometimes it goes well and sometimes it doesn’t. We are committed to learning from our experiments. As long as we are learning, we are succeeding.
• Improvement, not Perfection: We are driven to get better – to improve for our customers and ourselves. We are fanatical about improving our products, our processes, our team, our systems. Our bias is for improvement, not perfection. We are all trying to win “Most Improved”.
• Delivering our Long-term Vision Today: We have a long-term vision for impact and transformation for our industry and customers, our products, our team, and our processes. We are impatient to bring our vision to life. While our vision is long-term, we’re not waiting for the long-term to make it real. We constantly find ways to deliver elements of our vision now.
• Being PowerfulTogether: Above all else, we recognize that while we are built from different people, cultures, teams, products, and companies, we are fundamentally better and stronger together than we are apart. We collaborate and act as OneTexada. We embrace our various strengths and diversity with a firm commitment to being more PowerfulTogether.

We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace in hiring and growth opportunities.

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